Enhanced information delivery during a customer support session

ABSTRACT

Techniques are provided herein for providing information during a life cycle of a user&#39;s engagement with a product or service. A wireless device is configured to, in response to processing a computer readable artifact after the user has acquired the product or service, transmit a request for first information pertaining to the product or service. A computer is configured to retrieve the first information without regard for the life cycle of the product or service. The computer is further configured to retrieve supplemental information pertaining to the product or service, and provide the first information together with the supplemental information to the wireless device. The supplemental information retrieved varies depending on a current state of the life cycle.

RELATED APPLICATIONS

The present application is a continuation of and claims priority to U.S.patent application Ser. No. 14/971,514 filed Dec. 16, 2015, entitled“Enhanced Information Delivery Facility” which claims priority to U.S.Patent Application Ser. No. 62/156,678, filed on May 4, 2015, thecontent of which is incorporated herein in its entirety.

TECHNICAL FIELD

The present disclosure relates to delivering information about aproduct, service, etc. to a user and enabling access by the user to anarray of follow-on or supplementary information or interactiveactivities related to the product, service, etc.

BACKGROUND

People are increasingly relying on mobile devices. They use them to maketelephone calls, send messages, take pictures, play games, interactusing social media, and use the devices to obtain maps and directions,among many other uses. At the same time, mobile device capabilitiescontinue to expand. Whereas in recent years one might only be able tomake a telephone call using a mobile device, processing power, batterylife, graphics and touch screen technology, among other advances, haveenabled mobile device users access to a richer overall experience.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 shows an example network topology and entities that are employedto deliver information about a product and enable access to an array offollow-on or supplementary interactive activities related to the productor service according to techniques described herein.

FIG. 2 shows an example ladder diagram that depicts an initial deliveryof information from a product manufacturer and retailer to a serviceprovider in accordance with the techniques described herein.

FIG. 3 shows an example ladder diagram that depicts communicationexchanges among a user, the service provider or a retailer in accordancewith the techniques described herein.

FIG. 4 shows an example ladder diagram that depicts communicationbetween the user and the service provider to deliver information about aproduct and enable access to an array of follow-on or supplementaryinteractive activities in accordance with the techniques describedherein.

FIGS. 5-6 show example flow charts depicting operations for deliveringinformation about a product and enabling access to an array of follow-onor supplementary interactive activities in accordance with thetechniques described herein.

FIG. 7 shows an example block diagram of a computing device capable ofoperations that cause the delivery of information about a product andaccess to an array of follow-on or supplementary interactive activitiesaccording to the techniques described herein.

FIGS. 8a-8g depict various displays that might arise within anapplication that may be possible in accordance with the techniquesdescribed herein.

DESCRIPTION OF EXAMPLE EMBODIMENTS

For simplicity of exposition the discussion below will have principallya consumer orientation. It is important to note that it will be readilyapparent to one of ordinary skill in the relevant art that numerousother orientations are easily possible including inter alia servicetechnicians, industrial professionals, assembly line workers, healthcare providers, customer service or care representatives, field serviceor support personnel, etc.

The enhanced information delivery facilities described herein may bereferred to variously as inter alia “SAP SNAP,” “SNAP,” “SAP BILT,” or“BILT.”

The techniques described hereinafter relate to providing information toa user, such as a consumer or a customer, about a product or service,and then, e.g., after purchase and receipt of that product or service,enabling the user to access an array of follow-on or supplementaryinteractive activities and/or information related to the product orservice.

Features of the several techniques described herein may be understood,at a high level, through the following hypothetical example

Consider a user who is watching television and sees an advertisement fora product, e.g., a child's tricycle. The product is of interest to theuser and, as a result, she uses her wireless device to scan a QuickResponse (QR) code that is displayed in the advertisement. A QR code isa two-dimensional form of a bar code and has seen increased usage inrecent years. Smartphones (one type of wireless device) can execute anapplication known as a QR-code scanner that can read a displayed codeand convert it to, e.g., a universal resource locator (URL) directingthe smartphone's browser to the website of a company, store, or productassociated with that code, such that the user can obtain specificinformation about the product being advertised.

By accessing the website associated with the scanned QR code, the user'swireless device may display any number of things including, but notlimited to, information such as images, video clips, descriptions,specifications, price, availability, reviews, ratings, etc. about, inthis case, the tricycle. The user may, by manipulating the wirelessdevice's browser, among other things, peruse, navigate, drill-down into,comparison shop with, etc. the information supplied via the accessedURL.

Continuing with the instant hypothetical, the user decides that shelikes the tricycle and thus further employs her wireless device to buythe tricycle by selecting, e.g., a “Purchase” option that is displayedwith the information on the tricycle.

The purchase may occur in a conventional fashion by having the userenter credit, address, and shipping information, which information isstored by the retailer and/or an intermediary electronic salestransaction service, which may be the “service provider” explained inmore detail later herein.

At some future point, the tricycle arrives at the user's house in a box,but in dis-assembled form. That is, the tricycle requires assembly. Toassist in the assembly process, the user again employs her wirelessdevice to scan a QR code that is displayed, e.g., on the box in whichthe tricycle arrived, or on other materials provided with the tricycle.

In response to the QR code scan, a rich body of detailed, step-by-step,etc. assembly information (such as, for example, images, video clips,audio clips, two dimensional and three dimensional drawings, explodedviews, detailed part drawings, Frequently Asked Questions (FAQs), tipsand tricks, tool recommendations, part/fastener/etc. size guides, etc.)for the tricycle may be displayed or selectable on the user's wirelessdevice and she may, as desired, peruse, navigate, drill-down into,advance, pause, repeat, zoom into or out of, rotate, explore, etc. thatinformation as it guides her through the assembly process.

During an assembly process a user may optionally seamlessly elect toreceive, purchase, etc. a replacement for a missing, damaged,incorrectly supplied, etc. part or parts.

In accordance with still further techniques described herein, within theassembly information may be, for example, a coupon for yet another(perhaps related) product, such as a helmet, may be presented. Afterclicking on the coupon or helmet to learn more about the product(through, e.g., images, video clips, description, specification, price,availability, reviews, ratings, etc. that are delivered to her wirelessdevice) the user may once again use her wireless device to proceed topurchase the helmet. That is, in accordance with the techniquesdescribed herein, another product (the helmet) is purchased as a resultof the user receiving some type of follow-on or supplemental informationrelated to a product that was previously purchased (the tricycle).

During an assembly process a user may optionally provide feedback,comments, etc. on the process and/or specific steps of the process(e.g., what went well, what worked as described, what did not goproperly, was a particular step not well described, etc.). Such materialmay include inter alia audio (e.g., a voice note), pictures and/or video(e.g., from a camera on or in a user's wireless device), etc.

After the user finishes assembling the tricycle she may still furtheruse her wireless device to complete several additional tasks (wheretriggering links for such tasks or activities may be provided as part ofsupplemental information that is delivered to the user's wirelessdevice). Such tasks or activities can include:

1) Reviewing and rating the tricycle (e.g., through the retailer fromwhom she purchased the tricycle;

2) Submitting product registration and warranty information (e.g., tothe manufacturer of the tricycle or a third party);

3) Electing to purchase a service plan (e.g., that is offered by a thirdparty); and

4) Completing a customer satisfaction survey.

As will be apparent to those skilled in the art and in view of the moredetailed explanation to follow, the example that was presented above isillustrative only and numerous variations and alternatives may beimplemented.

Additionally, the user may automatically receive and/or manually requestinformation on the proper, safe, etc. use of the tricycle.

Such information may demonstrate, explain, illustrate, etc. inter aliaproper safety procedures such as wearing a helmet; stopping and lookingwhen near a sidewalk or street; etc., how to ride the tricycle; how touse the tricycle's brakes, kickstand, etc.; and so forth.

Such information may consist of among other things a rich body ofdetailed, step-by-step, etc. use information (such as for exampleimages, video clips, audio clips, two dimensional and three dimensionaldrawings, exploded views, detailed part drawings, Frequently AskedQuestions (FAQs), tips and tricks, etc.) for the tricycle that may bedisplayed on a user's wireless device. A user may peruse, navigate,drill-down in to, advance, pause, repeat, zoom in to or out of, rotate,explore, etc. that information as it guides her through the usediscovery, learning, etc. process.

Within the above information may reside an artifact (such as for exampleand inter alia an advertisement, a coupon, etc.) for associated orrelated parts, services, etc. After clicking on a part or service or anartifact to learn more about it (through images, video clips,description, specification, price, availability, reviews, ratings, etc.that are delivered to the user's wireless device) the user may use herwireless device to select the artifact and/or part or service andcomplete a purchase process.

At some point in the future the user may need to troubleshoot someaspect of the tricycle, complete some repair to the tricycle, etc. andamong other things she may request information on disassembly,replacement, repair, problem solving, etc. procedures

Such information may consist of among other things a rich body ofdetailed, step-by-step, etc. disassembly, removal, replacement, repair,upgrade, troubleshooting, etc. information (such as for example images,video clips, audio clips, two dimensional and three dimensionaldrawings, exploded views, detailed part drawings, Frequently AskedQuestions (FAQs), tips and tricks, tool requirements, etc.) that may bedisplayed on a user's wireless device. A user may peruse, navigate,drill-down in to, advance, pause, repeat, zoom in to or out of, rotate,explore, etc. that information as it guides her through the disassembly,repair, replacement, upgrade, reassembly, etc. process.

Within the above information may reside an artifact (such as for exampleand inter alia an advertisement, a coupon, etc.) for associated orrelated replacement, upgrade, etc. parts or services. After clicking ona part or service or an artifact to learn more about it (through images,video clips, description, specification, price, availability, reviews,ratings, etc. that are delivered to the user's wireless device) the usermay use her wireless device to select the artifact and/or part orservice and complete a purchase process.

During a user's ownership, use, etc. of a product or service the usermay be notified when it is time to replace a part, perform preventivemaintenance, obtain scheduled service, etc. Such a notification mayinclude inter alia descriptive information, a coupon, advertising,details for a local provider or resource, etc.

During any of the assembly, use, repair, etc. processes and exchangesthat were described above a user may among other things elect to speakwith a support representative by inter alia dialing an indicatedtelephone number, requesting that they be called, selecting a displayedbutton/link/option/etc., etc. Such a capability may leverage among otherthings audio and/or video communication channels through third-partyservices such as for example Skype, Facetime, etc. During such acommunication session a support representative may automaticallyascertain the current status of the user's efforts; may ask that a usersend the support representative a description, picture, video, etc.through the user's wireless device (and for example a camera on or insame); etc.

During any of the assembly, use, repair, etc. processes and exchangesthat were described above a user may elect to engage, post to, search,etc. one or more social media sources for among other thingsinformation, community consensus, support, etc.

During any of the assembly, use, repair, etc. processes and exchangesthat were described above a user may issue a voice command to amongother things request further information, identify a step, identify anissue, request assistance, etc.

During any of the assembly, use, repair, etc. processes and exchangesthat were described above a user may be presented with information on, acoupon for, ratings of, etc. one or more local service providers,resources, etc. who may among other things assist with an assembly,installation, repair, replacement, upgrade, etc. process.

In brief, the user can be seamlessly and ubiquitously guided through theentire life cycle of her engagement with a product or service, spanninginter alia:

1) Her browsing for and securing information on a product or service(leveraging among other things Web-based resources, social mediasources, etc.),

2) Her purchase of a product or service,

3) Her tracking of the current status, etc. of the delivery of a productor service,

4) Her scheduling among other things delivery, installation, etc.appointments,

5) Complete, comprehensive, and singular assistance with her assembly,installation, activation, etc. of a product or service leveraging amongother things creatively presented bite-sized pieces of information (suchas inter alia text, images, audio, video, etc.) that are notoverwhelming and which may be controlled, acted upon, etc. at a user'space.

6) Assistance with her completion, submission, activation, etc. ofregistration, warranty, service plan, feedback, survey, etc. programs orofferings,

7) Complete, comprehensive, and singular assistance with her use of aproduct or service (through for example and inter alia dynamic,interactive, etc. ‘How To’ guides),

8) Her browsing for and securing information on a replacement, upgrade,etc. option or offering (such as for example browsing for, identifying,and securing or purchasing a part or component),

9) Her navigating a request to or submission under a warranty, repair,etc. program,

10) Complete, comprehensive, and singular assistance with her repair,replacement, upgrade, etc. of a product or service, and,

11) Her safely and properly disposing, recycling, etc. of a product orservice.

with among other things assurance that the provided materials,artifacts, assistance, etc. (such as inter alia assembly, installation,use, repair, replacement, etc. instructions, diagrams, video clips,drawings, FAQs, etc.) are current and never out of date, stale, etc.

Example embodiments of a system and methods for teaching productassembly and/or repair through interactive presentations will bedescribed below in connection with various graphical user interfaces(GUIs). For simplicity, the GUIs and methods will be described mainly inreference to product assembly tasks. However, it will be understood thatthe example embodiments, including the GUIs and methods, are equallyapplicable to a range of alternatives including inter alia installation,disassembly, repair, service, replacement, etc.

In an example embodiment, an interactive presentation may include aninstructional video showing each step required to complete an assemblyor repair of a particular product. The video may be viewed in aconventional, static fashion. A user may interact with the video by, forexample, pausing the video to examine a product part in closer detail,fast forwarding rewinding etc.

In an example embodiment, the presentation may involve a range ofTwo-Dimensional (2D) and/or Three-Dimensional (3D) artifacts such as forexample a model of the product, a depiction of an assembly process, adetailed presentation of an assembly step, a depiction of an individualpart or component, etc. The user may interact with the presentation byvirtually manipulating the model, for example, rotating or movingindividual parts, and zooming in or out of a current view. Thus, themodel may be viewed from different perspectives, e.g. during videoplayback. Similar manipulation may occur when the user attempts tovirtually assemble the product.

Reference is now made to FIG. 1, which shows an example network topologyincluding entities that are employed to deliver information about aproduct and enable access to an array of follow-on or supplementaryinteractive activities or information related to that product orservice.

More specifically, FIG. 1 depicts a network 100, which could be aprivate network, or is more likely a public network such as theInternet, that enables data communications among multiple entities. Aproduct manufacturer 110 manufactures one or more products that may beof interest to consumers. It is noted that the example herein focuses onmanufactured “hard goods,” but those skilled in the art will appreciatethat the techniques and methodologies described herein are equallyapplicable to “electronic goods” such as e-books, music, movies or anyother like “product” that can be delivered via an electronic network. Asshown, product manufacturer 110 is in communication with network 100 viaserver 112.

A retailer 120 may be a conventional brick and mortar retailer or anon-line retailer, and retailer 120 is in communication with network 100via server 122. Retailer may have a presence on the World Wide Webenabling consumers to access the retailer's website to obtaininformation about products and services offered by retailer 120.

A service provider 130, which is in communication with network 100 viaserver 132, enables, through supplemental information delivery logic 134(described more fully below), many of the techniques and methodologiesdescribed herein.

Finally, FIG. 1 shows a wireless device 140 that is operated by a user.Wireless device 140 may communicate via wireless network servicesprovided by a wireless telecommunications network (not shown), or mayinstead communicate using wireless fidelity (Wi-Fi) or other similarwireless communication techniques. Wireless device 140 may be anycombination of one or more of inter alia a mobile phone, a featurephone, a smartphone, a tablet computer (such as for example an iPad™), awearable device (such as for example a smartwatch), a mobile computer, ahandheld computer, a laptop computer, an in-vehicle/in-appliance/etc.device, a Personal Digital Assistant (PDA), a game console, a DigitalVideo Recorder (DVR) or Personal Video Recorder (PVR), cable system orother set-top-box, an entertainment system component such as atelevision set, etc.

A product 150 (e.g., the tricycle described above) is shown adjacentwireless device 140.

FIG. 2 shows an example ladder diagram that depicts an initial deliveryof information from product manufacturer 110 and retailer 122 to serviceprovider 130. Specifically, the interactions that are collected underdesignated Set 1 in FIG. 2 represent several activities that might takeplace.

For instance, at 240, product manufacturer 110 opens or establishes acommunication channel to service provider 130 and sends, conveys,transfers, etc. to service provider 130 various forms of information(such as, e.g., Computer Aided Design (CAD) files, Bills of Material(BOMs), component part data, manuals, technical documentation, etc.)that it may maintain in, e.g., database 111, for a given product 150(e.g., the tricycle in the earlier example). The above activity mayemploy any combination of one or more mechanisms including possiblyinter alia an Application Programming Interface (API), an ElectronicData Interchange (EDI) facility, one or more proprietary orstandards-based protocols, a (courier, overnight, etc.) deliveryservice, postal mail, etc. As shown, the information delivered at 240 isreceived by server 132 of service provider 130 and may be stored in adatabase 131, as indicated by 245. It is noted that server 132 in FIGS.2-4 is shown twice under the service provider, but merely for ease ofillustration. In an actual implementation server 132 may be configuredas a single device, or as multiple devices. The relevant feature is thatservice provider 130 operates one or more servers, generally designatedas 132. It is noted that the delivery or conveyance of the various formsof information may be push-based (i.e., initiated by manufacturer 110)pull-based (i.e., initiated by service provider 130) or any combinationof push and/or pull.

Service provider 130 may process, manipulate, transform, etc. thereceived information/materials (including performing compression andoptimization of the received information/materials) yielding possiblyinter alia a range of generated materials such as for example videorecordings, audio recordings, (two dimensional, three dimensional, etc.)diagrams or illustrations, line drawings, exploded drawings, detailedpart drawings, FAQs, tips and tricks, tool recommendations,part/fastener/etc. size guides, etc. The received information/materialmay also include data, material, information, etc. that supports atext-to-speech, speech synthesis, etc. facility. The creation of thegenerated materials may leverage, draw upon, etc., among other things,various data sources within service provider 130 (including supplementalinformation delivery logic 134) and/or various data sources external toservice provider 130. For example, service provider 130 may generate aset of rich materials (including inter alia video and audio recordingslike those listed above) that support inter alia the use, repair,upgrade or enhancement, etc. of, e.g., product 150. Such rich materialmay leverage, incorporate, etc., information on among other things thirdparty parts, products, services, etc. In other words, service provider130 (and particularly supplemental information delivery logic 134) maybe configured to gather, synthesize, organize, and present materialsthat would be of interest to a purchaser of product 150, at the time ofpurchase (e.g., within hours or days), soon after purchase (e.g., withindays or weeks) or well-after purchase (e.g., days, weeks or years).

Data sources external to a service provider may include inter aliamanufacturers, distributers, retailers, consumers, product or serviceowners, feeds or content from social media sources, material from siteson the World Wide Web, etc.

The generated materials may include inter alia assembly instructions;use instructions (such as for example guided information on the use of aproduct or service and each step, component, element, etc. of same);repair, replacement, upgrade, problem solving, troubleshooting, etc.instructions; disposal or recycling instructions; etc.

In one possible implementation, service provider 130 accepts a CAD fileand makes graphical improvements to it ranging from colors and shadowingto correct orientation and sequencing of the assembly parts. Oncecompleted, the file is converted to one or more formats which can beprovided to any mobile device or computer. The file may be compressed sothat final version is a fraction of the original CAD file in size. Thefiles may be categorized and kept confidential behind a firewall or in acloud environment. The file may preserve the original stylesheets/colors and logos of the company that owns or sells the product.

The generated materials may among other things (a) be preserved byservice provider 130 in one or more repositories (such as, for example,database 131, which, while shown as a single stand alone device, may infact be distributed), (b) contain possibly inter alia one or more ofwatermarks, logos, banners, advertisements, links (such as for example aURL, etc.), promotional material, coupons, vouchers, gift cards, etc.,and (c) be optimized in any combination of one or more ways includingpossibly inter alia by size, by density, by color depth, by duration,etc.

At 250, service provider 130, via server 132, optionally confirms toproduct manufacturer 110 the successful receipt and/or processing ofreceived information or materials.

In a similar fashion, retailer 122 can open or establish acommunications channel with service provider 130 at 260, and send,convey, transfer, etc. to service provider 130 various forms ofinformation including inter alia listings of products for sale, pricinginformation, availability information, similar or related products, etc.Such information can likewise be stored in database 131 at 265 ofservice provider 130. Confirmation of receipt may be performed at 270.

The specific interactions that were described above (as residing underdesignated Set 1 in FIG. 2) are illustrative only and it will be readilyapparent to one of ordinary skill in the relevant art that numerousother interactions are easily possible. For example, and inter alia, anycombination of the depicted interactions may be repeated any number oftimes. Also, while the instant embodiment provided for both manufacturer110 and retailer 120 to send or convey information directly to serviceprovider 130, manufacturer 110 and retailer 120 could likewise, andperhaps more easily, permit service provider 130 to directly accessdatabase 111 (of manufacturer 110) or a similar database (not shown)operated by retailer 120. It is noted that while database 111 isdepicted as being physically near server 112, both database 111 as wellas server 112 (along with the other servers and databases describedherein) may be supported within a “cloud” computing environment.

FIG. 3 shows an example ladder diagram 300 that depicts communicationexchanges among a user's wireless device 140, service provider 130 andretailer 120 in accordance with the techniques described herein. In theinteractions designated under Set 2 in FIG. 3, a user, at 310, employstheir wireless device 140 to possibly inter alia acquire aproduct-related artifact. The artifact may among other things comprise aQR code (as depicted at 205), a barcode symbol 210, a Universal ProductCode (UPC) symbol, textual information, audio/sound recognition etc. Theartifact may be located in or on, inter alia, an advertisement (thatappears during a television show, is in a newspaper, is in a magazine,is on a billboard, is on a sign, is in product literature, is in abrochure, etc.), a piece of mail, on a Web page, in a store or otherretail establishment, etc.

The artifact may be acquired through any combination of one or moremechanisms such as inter alia a scan operation (employing for examplethe camera in wireless device 140), a Near Field Communication (NFC)exchange, manual entry, Wi-Fi, etc. As well, the artifact may beacquired as a result of a (e.g., Google, Bing, etc.) search by the user.

As shown in FIG. 3, at 315, the acquired artifact is conveyed to serviceprovider 130. Such a conveyance may among other things employ anycombination of one or more mechanisms including inter alia a (ShortMessage Service (SMS), Multimedia Message Service (MMS), InternetProtocol (IP) Multimedia Subsystem (IMS), etc.) message exchange, aWireless Application Protocol (WAP) exchange, an unstructured datatransfer, a data transfer operation atop one or more proprietary orstandards-based protocols, an Electronic Message (E-Mail) exchange, anInstant Messaging (IM) exchange, a voice telephone call, Wi-Fi, etc.

Communication 315 may also pass through any combination of one or moreintermediate entities such as inter alia a wireless carrier, a messagingintermediary, an Internet Service Provider (ISP), etc.

At 320 and 325, service provider 130 processes the received artifact 210and inter alia retrieves various product information (such as inter aliaimages, video clips, description, specification, price, availability,reviews, ratings, etc.) from one or more repositories. Such processingand retrieval operations may involve, leverage, etc. among other thingsone or more data sources internal and/or external to service provider130, exchanges with one or more entities external to service provider130, the Internet and the World Wide Web, etc.

As indicated at 330, service provider 130, using, e.g., server 132,conveys aspects of the retrieved product information to wireless device140. Such a conveyance may among other things employ any combination ofone or more mechanisms including inter alia a (SMS, MMS, IMS, etc.)message exchange, a WAP exchange, an unstructured data transfer, a datatransfer operation atop one or more proprietary or standards-basedprotocols, an E-Mail exchange, an IM exchange, a voice telephone call,Wi-Fi, etc. and, as noted above, pass through any combination of one ormore intermediate entities such as inter alia a wireless carrier, amessaging intermediary, an ISP, etc.

The specific interactions that were described above (as residing underdesignated Set 2 in FIG. 3) are illustrative only and it will be readilyapparent to one of ordinary skill in the relevant art that numerousother interactions are easily possible. For example, and inter alia, anycombination of the depicted interactions may be repeated any number oftimes (as for example a user peruses, drills-down into, etc. the productinformation; requests additional, different, etc. product information;performs one or more price, characteristic, feature, etc. comparisonshopping exercises; etc.)

In FIG. 3 the interactions that are collected under designated Set 3represent activities that might take place as possibly inter alia a useremploys their wireless device 140 to purchase a Product 150.Specifically, at 335, the user may convey a purchase request to serviceprovider 130 via server 132. That purchase request may then be passed,at 340, to retailer 120.

It should be noted that the purchase request may go directly to retailer120 without being relayed by service provider 130. In that event, and tokeep service provider 130 informed of the purchase transaction, retailer120 may separately notify service provider of the purchase, includingany identifying information associated with the user (i.e., thepurchaser).

In the depicted course of events, retailer, at 345, may reply towireless device 140 via service provider 130 to indicate a receipt ofthe request, complete the purchase transaction, or convey a “thank you”message, among other possible forms of communication. Ultimately, thepurchased product 150 is sent or otherwise conveyed to the user.

The specific interactions that were described above (as residing underdesignated Set 3 in FIG. 3) are illustrative only and it will be readilyapparent to one of ordinary skill in the relevant art that numerousother interactions are easily possible. For example, and inter alia, anycombination of the depicted interactions may be repeated any number oftimes; additional interactions with other entities such as for example abank, financial institution, credit card clearinghouse, etc. may takeplace; additional interactions with one or more of the depicted entitiesmay take place as for example a user confirms a purchase request (usinga Personal Identification Number (PIN), a limited-use or one-timecredential, etc.) and/or receives a purchase confirmation; etc.

Reference is now made to FIG. 4, which shows an example ladder diagram400 that depicts communication between a user and service provider 130to deliver information about product 150 and enable access to an arrayof follow-on or supplementary interactive activities and/or information.In FIG. 4 the interactions that are collected under designated Set 4represent the activities that might take place as a user employs theirwireless device 140 to possibly inter alia acquire an artifact, at 410,associated with product 150. Such an artifact may among other thingscomprise inter alia a QR code 205, a barcode symbol 210, a UPC symbol,textual information, etc. The artifact may be located on packaging ofproduct 150 or on the product itself, etc. The artifact may be acquiredthrough any combination of one or more mechanisms such as inter alia ascan operation (employing for example the camera in the user's wirelessdevice 140), a NFC exchange, manual entry, Wi-Fi, etc. In anotherpossible embodiment, a user, through an application on their wirelessdevice 140, may conduct a search for a particular product (rather thanrelying on, e.g., a QR code scan) to enable access to the collection ofsupplemental information. Searches may be conducted by inter aliaproduct name, number, manufacturer, serial number, color, size, price,date of purchase, etc.

At 415, the acquired artifact is conveyed to service provider 130. Sucha conveyance may among other things employ any combination of one ormore mechanisms including inter alia a (SMS, MMS, IMS, etc.) messageexchange, a WAP exchange, an unstructured data transfer, a data transferoperation atop one or more proprietary or standards-based protocols, anE-Mail exchange, an IM exchange, a voice telephone call, Wi-Fi, etc.,and pass through any combination of one or more intermediate entitiessuch as inter alia a wireless carrier, a messaging intermediary, an ISP,etc.

As represented by 420 and 425, service provider 130 processes thereceived artifact and inter alia retrieves various generated materials(of a type, nature, etc. as for example described above) from one ormore repositories (e.g., database 131). Such material may optionally beaugmented with inter alia information on, coupons for, links orreferences to, etc. for example after-market or product-related productsand/or services. The information used to augment the materials beingsent to the user is referred to herein as “supplemental information.” Inan embodiment, supplemental information delivery logic 134 is used toselect which forms of supplemental information is to be delivered to auser's wireless device.

Supplemental information delivery logic 134 may also be operable to haveaccess to and handle purchasing and replacement instructions forproducts (or parts of products) served by the system. Purchase ofproducts/parts can be completed directly with service provider 130 or bypushing the appropriate information to another selling website ordirectly back to retailer 120 or manufacturer 110.

At 430, service provider 130 possibly inter alia conveys aspects of theretrieved generated materials (and supplemental information) to theuser's wireless device. Such a conveyance may among other things employany combination of one or more mechanisms including inter alia a (SMS,MMS, IMS, etc.) message exchange, a WAP exchange, an unstructured datatransfer, a data transfer operation atop one or more proprietary orstandards-based protocols, an E-Mail exchange, an IM exchange, a voicetelephone call, Wi-Fi, etc. and pass through any combination of one ormore intermediate entities such as inter alia a wireless carrier, amessaging intermediary, an ISP, etc.

The specific interactions that were described above (as residing underdesignated Set 4 in FIG. 4) are illustrative only and it will be readilyapparent to one of ordinary skill in the relevant art that numerousother interactions are easily possible. For example, and inter alia, anycombination of the depicted interactions may be repeated any number oftimes (as for example a user peruses, manipulates, drills-down in to,etc. aspects of the generated materials).

The Set 1→Set 4 interactions that were described above in connectionwith FIGS. 2-4 are illustrative only and it will be readily apparent toone of ordinary skill in the relevant art that numerous otherinteractions, interaction arrangements, etc. are easily possible. Forexample, and possibly inter alia, various of the request, response,confirmation, etc. interactions that were described above may optionallycontain any combination of one or more of information elements (such asfor example a relevant or applicable factoid, a piece of Productinformation, etc.), advertisements, promotional items, coupons,vouchers, surveys, questionnaires, gift cards, retailer credits, etc.Such material may be selected statically or randomly (from for example arepository of defined material), may be location-based (for example,selected from a pool of available material based on possibly inter aliainformation about the current physical location of a Customer's wirelessdevice), may be Product-specific, etc.

Any number of revenue share plans may be supported with, as just oneexample, service provider 130 acting as a plan administrator for all ofthe different entities residing upstream and/or downstream of serviceprovider 130 and completing inter alia various billing, fund collection,fund distribution, etc. operations.

Further still, various of the information that is conveyed to a user'swireless device may among other things be adapted to meet specificlocalization needs such as language, date and time format, etc. Suchadaptations may be driven by among other things a user's preferences,information about the current physical location of a user's wirelessdevice 140, etc. and may leverage previously-prepared pools of material(such as for example a U.S.-specific pool of material, a U.K.-specificpool of material, a French-specific pool of material, etc.) and/ordynamically generate any localization-specific material that may becomeneeded.

The information that is conveyed to a user's wireless device 140 mayinclude among other things details, materials (such as labels, etc.) forhelp or support, product return, product exchange, etc.

The repositories that were described above may:

1) Encompass among other things any combination of one or more ofconventional Relational Database Management Systems (RDBMSs), ObjectDatabase Management Systems (ODBMS), in-memory Database ManagementSystems (DBMS), specialized facilities such as for example SAP HANA® orSybase IQ, equivalent data storage and management facilities, etc.

2) Be supported through “cloud” services, where the actual physicallocation of the repositories may be unknown to the user(s) of therepositories

3) Employ one or more logical, physical, etc. data models.

4) May be realized through any combination of one or more differentarrangements. As just one example, a single ‘logical’ view of arepository might be offered with, behind the scenes, a tiered physicalarrangement comprising (possibly inter alia):

A) A first (e.g., perhaps SAP HANA-based) facility within which the mostrecent (e.g., 30 days) of data may be stored),

B) A second (e.g., perhaps SAP IQ-based) facility within whichless-recent (e.g., 31 day to 60 day old) data may be stored, and

C) A third (e.g., perhaps Hadoop-based) facility within which older(e.g., 61 day to 2 year old) data may be stored

with, among other things, supporting services such as aging, roll-off,migration, access, backup and recovery, security, etc.

Among other things a service provider may receive and/or pull audio,images, video, etc. among a user, from various public sources (such asfor example web sites, social media outlets, etc.), from various privatesources, etc. A service provider may process, manipulate, augment,preserve, etc. such material so that among other things the serviceprovider can ‘match’ a user-supplied voice fragment, picture, videoclip, etc. to a preserved entry and inter alia identify an issue or aproblem, recommend a solution, alter the materials that are delivered toa user's wireless device, etc.

Among other things a service provider may support a range of programs,offers, etc. that a user may elect or otherwise engage with among otherthings one or more optional charges (one-time, recurring, etc.)associated with same.

A service provider may support a program through which local providersor resources may ‘register’ with the service provider and for which theservice provider may maintain inter alia descriptive information,contact details (such as physical address(es), telephone number(s), website address(es), e-mail address(es), IM handles, social media handlesor identifiers, etc.), capability information (such as availableservices, pricing, etc.), rating or review information, etc.

Any number of revenue share plans may be supported with as just oneexample a service provider acting as an plan administrator for all ofthe different entities residing upstream and/or downstream of theservice provider and completing inter alia various billing, fundcollection, fund distribution, etc. operations.

Through all of the above a product or service provider (e.g., amanufacturer, a distributer, a retailer, a service deliveryorganization, etc.) may among other things gather, collect, develop,etc. insight into inter alia:

1) The location of a user (through for example a LBS, GPS, etc.facility).

2) The dates and/or times of a user's interactions.

3) User satisfaction (through for example surveys, feedback, comments,rankings, scores, etc.) of inter alia an entire process and/or the stepsin a process with among other things various of the generated,delivered, etc. materials.

4) Product or service comparisons.

5) Incremental product, service, part, plan, upsell, etc. purchases thatare completed by a user.

6) Through time stamps, check points, user navigation, etc. informationon (a) how long it took a user to complete each step of a process, (b)how long it took a user to complete an entire process, (c) steps duringwhich a user may have encountered one or more challenges, etc.

7) User purchase activity.

8) The completion by a user of items such as registration, warranty,etc.

9) Whether a user accessed, read, utilized, etc. items such as a UserGuide, etc.

and among other things report on, perform analysis on, etc. same. Suchactivities may among other things:

1) Help a manufacturer, retailer, etc. to identify user assembly,installation, use, repair, etc. challenges and drive inter alia changes,improvements, etc. to processes, procedures, materials, product design,etc.

2) Help focus or drive for example marketing programs, targetedadvertising, offered programs and plans, etc.

Among other things service provider 130 may offer various reportingmechanisms including among other things scheduled (e.g., hourly, daily,weekly, etc.) reporting, on-demand reporting, scheduled (e.g., hourly,daily, weekly, etc.) data mining operations, and/or on-demand datamining operations with results delivered through any combination of oneor more of (SMS, MMS, IMS, etc.) messaging, a Web-based facility,E-Mail, data transfer operations, a Geographic Information System (GIS)or other visualization facility, etc. Such reporting mechanisms may drawfrom repositories within service provider 140 and/or any number of datasources external to service provider 130.

Reporting information can include inter alia:

Which assembly files were download from a server;

Whether assembly instructions were actually used;

How long in, e.g., seconds the assembly instructions were used;

How long it took each user to advance to the next step;

What other processes were engaged at what point in the assembly process;

How often updates are pushed or accepted by the user;

Warranty related information;

After purchase parts ordering;

How often a QR code was used compared to searching for participatingproducts;

How many and how often updated or new files were sent from themanufacturer; and

Aggregated information representing all users of the application and thedevice and operating system deployed on the device.

In the same vein, supplemental information delivery logic 134 may beoperable to generate and display for a user analytics about aggregatedproduct categories.

The interactions that were described above may employ among other thingsvarious addressing artifacts such as inter alia telephone numbers, shortcodes, IP addresses, E-Mail address, IM handles, Session InitiationProtocol (SIP) addresses, etc. Indeed, such addressing artifacts may beleveraged by service provider 130 to match an incoming request forinformation (triggered by a scan of a QR code, bar code, etc.) to aprior purchase or prior conveyance of information so as to “tune” orselect appropriate types of supplemental information to be delivered towireless device 140.

For convenience and ease of exposition a single service provider 130 isdepicted in FIGS. 1-4. Those skilled in the art will appreciate thatother arrangements are easily possible including for example two, three,or more service providers as well as entities (such as inter aliaretailers, service bureaus, intermediaries, aggregators, software firms,etc.) performing various combinations of the functions described abovewith respect to service provider 130.

Various of the request, response, confirmation, etc. interactions thatwere described above may optionally leverage, reference, etc.information on the current physical location of a user's wireless device140 as obtained through inter alia a one or more of a Location-BasedService (LBS) facility, a Global Positioning System (GPS) facility, etc.to among other things enhance security, provide more applicable orappropriate information, etc.

Various of service provider 130 interactions, processing activities,etc. may leverage, incorporate, reference, etc. one or more internaland/or external demographic, psychographic, financial, etc. datasources.

Various of the reviews, ratings, etc. that were described above may becaptured, retrieved, etc. from various external sources including forexample public web sites, different data feeds, etc.

The example that was presented above is illustrative only and it will bereadily apparent to one of ordinary skill in the relevant art thatnumerous variations, alternatives, etc. are easily possible.

For example and inter alia instead of viewing something while watchingtelevision, a user might just as easily see something while reading anewspaper or magazine, while browsing the World Wide Web, while passinga billboard or sign, while going through a piece of mail, or while in astore or other retail establishment, etc.

Also, instead of the example of assembly of a product (i.e., thetricycle) those skilled in the art will appreciate that one can applythe foregoing techniques to any number of other things including interalia the assembly of a piece of furniture, the installation of anappliance, the repair of an appliance, the construction of a model, theinstallation/configuration/etc. of an electronic device, an automotiverepair, a homeowner's (plumbing, electrical, carpentry, etc.)do-it-yourself project, the assembly of a toy, the assembly and/orinstallation of a piece of exercise equipment, etc.

Further, it is noted that, while the example that was presented abovehas a consumer focus, it will be readily apparent to a person havingordinary skill in the art that numerous other focuses (such as interalia a service representative, a repair technician, an office worker, afactory worker, etc.) are easily possible with various of those focusespossibly employing different combinations, subsets, etc. of theinteractions or exchanges that were described above.

In support of the above activities a user's wireless device may leveragevarious applications including for example any combination of one ormore of inter alia web-based applications (incorporating for exampleHTML5, Cascading Style Sheets (CSS), JavaScript, etc.), hybridapplications (incorporating for example containerization, etc.), nativeapplications, Rich Internet Applications (RIAs), Rich User Applications(RUAs), etc. As well, such an application may employ, leverage, etc.aspects of an API to access, receive, retrieve, etc. information frominter alia a service provider.

An application as described above may be organized in any number ofways. For example, such an application may offer inter alia (see forexample FIGS. 8a-8g ):

1) A landing or home page through which among other things a user maysearch, read reviews and comments, check on availability at for examplelocal stores, perform comparison shopping operations, order, track,secure (through e-mail, phone, etc.) customer support and/or assistance,add items to a user-specific ‘My Stuff’ list, etc.

2) A number of product, service, etc. overview pages capturing variousof the materials, information, etc. that was described previously (suchas for example product images, information, warranty details, number ofpeople required for assembly, total assembly time, number of assemblysteps, etc.).

3) A range of detail, etc. pages capturing various of the materials,information, etc. that was described previously (such as for exampleproduct information, tools required, parts involved, detailed assemblydirections/videos/etc., etc.).

It is important to note that the organization that was described aboveis illustrative only and that it will be readily apparent to one ofordinary skill in the relevant art that numerous other organizations areeasily possible.

Various of the interactions that were described above may optionallyinclude one or more speech recognition, content-to-speech, etc.mechanisms. For example, as an assembly step is being illustrated,depicted, etc. aspects of the content may be read, spoken, etc. throughinter alia a synchronized content-to-speech mechanism. Additionally, auser may optionally employ spoken commands to control, manage, etc. thedisplay, presentation, etc. of content on their wireless device.

Various of the interactions that were described above may optionallyinclude one or more mechanisms that inter alia dynamically account,adjust, etc. for among other things the compressed display real estatethat is frequently available on a wireless device (e.g., the displayspace that is available on a laptop versus a tablet versus a smartphoneversus a smartwatch). For example, as an assembly step is beingillustrated, depicted, etc. only a small portion of any descriptive textmay be initially displayed with a user having an option to select,expand, etc. the remaining text, additional text, etc.

FIG. 5 depicts a flow chart depicting operations 500 in connection withdelivering supplementary information about a product or service andenabling access to an array of follow-on or supplementary interactiveactivities. In an embodiment, supplemental information delivery logic134 (depicted in FIG. 1) is employed to perform the indicatedfunctionality.

At 510, a communication channel is established with a manufacturer. Asnoted the communication channel may be over the Internet and employAPIs, or EDI protocols, among other information exchange techniques. Thecommunication channel can also be supported by physical courier, suchpostal mail and the like. At 515, a service provider obtains (andstores) information regarding products manufactured by the manufacturer.

At 520, a communication channel is established with a retailer. Asimilar type of channel can be used as with the manufacturer. At 525,the service provider obtains (and stores) information regarding productssold by the retailer.

With the information available to the service provider, the serviceprovider may then, upon receipt of an information request from a user(e.g., a purchaser), deliver, at 530, selected information to the useralong with supplemental information embedded therein that might includelinks to interactive activities based on, e.g., a state of the lifecycle of the product. For example, if the product is new, a warrantyregistration link may be supplied in the form of supplementalinformation. If the product was purchased long ago, perhaps a link touser's group could be supplied as supplemental information. In otherwords, there may be information that is directly linked to, e.g., a QRcode that is supplied in response to receiving a request for informationbased on the QR code scan. There is also, supplemental information, thatmay be supplied and which may be time, location, life cycle, ordemographically dependent and that is not necessarily supplied as aresult of a request for information based on a QR code.

In the foregoing process, supplemental information delivery logic 134may be used to both obtain the information from the manufacturer and theretailer as well as to store that information. In addition, supplementalinformation delivery logic 134 may be used to process the information sothat it includes watermarks, logos, URL links, as explained above, andcan be delivered as supplemental information embedded or provided alongwith general information provided to a user. That is, service provider130, which may be a different entity from both the retailer and themanufacturer, can be responsible for disseminating both the informationdirectly related to a QR code and supplemental information that theservice provider might choose as being relevant based on, again,parameters such as time, location, life cycle, or demographics.

FIG. 6 depicts another possible embodiment in accordance with thetechniques described herein. At 610, at least aspects of a transactionbetween a purchaser (user) and a retailer are processed. This step mayinclude only noting, for example, that a transaction is taking place andkeeping track of, e.g., identification information of the user and/orretailer. This step might also be configured to execute the variousaspects of the transaction on behalf of the retailer, e.g., collectpayment, shipping information, etc.

At 615, subsequent to the completion of the transaction and, e.g., afterreceipt by the user of a purchased product, a request for information isreceived, wherein the request is related to the purchased product orservice. In the tricycle example, this request may be triggered by thescanning of a QR code and the launching of a browser on a wirelessdevice. The browser is directed to a website of a service provider thatmaintains a database with supplemental information related to theproduct associated with the QR code.

At 620, in addition to the general information to be provided as aresult of the information request, supplemental information is alsodelivered to the wireless device, in this case, via the browser, andincludes links to, e.g., access interactive activities related to thepurchased product. Those links may be operable to lead the user tocomplete a survey or rating, fill out registration or warranty documentsand submit the same, purchase a service plan, or complete a customersatisfaction survey, among other possible interactive activities.

In sum, the techniques described herein enable a user to gain access toa rich collection of supplemental information related to a product orservice the user may have purchased. In connection with a product likethe example tricycle, the techniques inter alia:

Allow for auto play through an entire instruction set or step by step byselecting a next step versus a “play” button and simply advancing to thenext step;

May suggest additional processes the user may complete once the assemblyof a product is completed or the user desires to complete communicationwith supplemental information delivery logic 134;

May show a complete picture of all items needed for assembling a productincluding a suggested tool or list of tools; May allow a user to, at anytime, pause or stop assembly instructions or other supplementalinformation. When the users decides to use the assembly instructionsagain the application returns to the exact time and place in thesequencing as before;

May allow the users to pull in more detailed product rating informationand other technical instructions or procedures pertaining to theproduct; and

Provide a list of all of the models the user has downloaded to herwireless device so information can be easily accessed or revisitedagain. Such a listing can be presented as a table or by showing imagesof each model.

The various information (CAD files, BOMs, component part data, manuals,technical documentation, etc.) conveyance, transmission, receipt, etc.activities that were described above may optionally require that one ormore setup, configuration, onboarding, etc. activities first becompleted.

In the discussion above one possible arrangement, involving inter alia amanufacturer and a service provider, was presented. It will be readilyapparent to one of ordinary skill in the relevant art that numerousalternate arrangements are easily possible including for example:

1) Multiple service providers are possible—to inter alia provide forredundancy, enhanced performance (through for example the distributionof workload), etc.—and may be exposed in different fashions—e.g.,individually, through a shared interface as a singlelogical/virtual/etc. service provider, separately, etc.

2) A service provider may, for example, be realized as an independentservice bureau, an element of or within some organization (such aspossibly inter alia a financial institution, a retail establishment, anon-line retailer, a corporate entity, etc.), multiple entities (such asfor example those just listed) or aspects of same working together, etc.

3) A manufacturer may themselves implement aspects of the features,functions, capabilities, technologies, etc. of a service provider.

FIG. 7 illustrates an example computer system 700 in which aspects ofthe above disclosure including supplemental information delivery logic134, or portions thereof, may be implemented as possibly inter aliacomputer-readable code. Computer system 700 may be (or may be part of) aserver (e.g., server 132) or other electronic device or applianceconfigured to operate in accordance with the functionality describedherein.

Computer system 700 includes one or more processors, such as processor704. Processor 704 can be a special purpose processor or a generalpurpose processor. Processor 704 is connected to a communicationinfrastructure 702 (for example, a bus or a network).

Computer system 700 also includes a main memory 706, preferably RandomAccess Memory (RAM), containing possibly inter alia computer softwareand/or data 708.

Computer system 700 may also include a secondary memory 710. Secondarymemory 710 may include, for example, a hard disk drive 712, a removablestorage drive 714, a memory stick, etc. A removable storage drive 714may comprise a floppy disk drive, a magnetic tape drive, an optical diskdrive, a flash memory, or the like. A removable storage drive 714 readsfrom and/or writes to a removable storage unit 716 in a well knownmanner. A removable storage unit 716 may comprise a floppy disk,magnetic tape, optical disk, etc. which is read by and written to byremovable storage drive 714. As will be appreciated by persons skilledin the relevant art(s) removable storage unit 716 includes a computerusable storage medium 718 having stored therein possibly inter aliacomputer software and/or data 720.

In alternative implementations, secondary memory 710 may include othersimilar means for allowing computer programs or other instructions to beloaded into computer system 700. Such means may include, for example, aremovable storage unit 724 and an interface 722. Examples of such meansmay include a program cartridge and cartridge interface (such as thatfound in video game devices), a removable memory chip (such as anErasable Programmable Read-Only Memory (EPROM), or ProgrammableRead-Only Memory (PROM)) and associated socket, and other removablestorage units 724 and interfaces 722 which allow software and data to betransferred from the removable storage unit 724 to computer system 700.

Computer system 700 may also include an input interface 726 and a rangeof input devices 728 such as, possibly inter alia, a keyboard, a mouse,etc.

Computer system 700 may also include an output interface 730 and a rangeof output devices 732 such as, possibly inter alia, a display, one ormore speakers, etc.

Computer system 700 may also include a communications interface 734.Communications interface 734 allows software and/or data 738 to betransferred between computer system 700 and external devices.Communications interface 734 may include a modem, a network interface(such as an Ethernet card), a communications port, a Personal ComputerMemory Card International Association (PCMCIA) slot and card, or thelike. Software and/or data 738 transferred via communications interface734 are in the form of signals 736 which may be electronic,electromagnetic, optical, or other signals capable of being received bycommunications interface 734. These signals 736 are provided tocommunications interface 734 via a communications path 740.Communications path 740 carries signals and may be implemented usingwire or cable, fiber optics, a phone line, a cellular phone link, aRadio Frequency (RF) link or other communications channels.

As used in this document, the terms “computer program medium,” “computerusable medium,” and “computer readable medium” generally refer to mediasuch as removable storage unit 716, removable storage unit 724, and ahard disk installed in hard disk drive 712. Signals carried overcommunications path 740 can also embody the logic described herein.Computer program medium and computer usable medium can also refer tomemories, such as main memory 706 and secondary memory 710, which can bememory semiconductors (e.g. Dynamic Random Access Memory (DRAM)elements, etc.). These computer program products are means for providingsoftware to computer system 700.

Computer programs (also called computer control logic) are stored inmain memory 706 and/or secondary memory 710. Computer programs may alsobe received via communications interface 734. Such computer programs,when executed, enable computer system 700 to implement the techniquesdiscussed herein. In particular, the computer programs, when executed,enable processor 704 to implement, e.g., the functions of supplementalinformation delivery logic 134. Accordingly, such computer programsrepresent controllers of the computer system 700. Where the techniquesare implemented using software, the software may be stored in a computerprogram product and loaded into computer system 700 using removablestorage drive 714, interface 722, hard drive 712 or communicationsinterface 734.

The techniques described herein are also directed to computer programproducts comprising software stored on any computer useable medium. Suchsoftware, when executed in one or more data processing devices, causesdata processing device(s) to operate as described herein. Embodimentsmay employ any computer useable or readable medium, known now or in thefuture. Examples of computer useable mediums include, but are notlimited to, primary storage devices (e.g., any type of random accessmemory), secondary storage devices (e.g., hard drives, floppy disks,Compact Disc Read-Only Memory (CD-ROM) disks, Zip disks, tapes, magneticstorage devices, optical storage devices, Microelectromechanical Systems(MEMS), nanotechnological storage device, etc.), and communicationmediums (e.g., wired and wireless communications networks, local areanetworks, wide area networks, intranets, etc.).

The instant disclosure is also directed to computer program productscomprising software stored on any computer useable medium. Suchsoftware, when executed in one or more data processing devices, causesdata processing device(s) to operate as described herein. Embodiments ofthe instant disclosure employ any computer useable or readable medium,known now or in the future. Examples of computer useable mediumsinclude, but are not limited to, primary storage devices (e.g., any typeof random access memory), secondary storage devices (e.g., hard drives,floppy disks, CD-ROM disks, Zip disks, tapes, magnetic storage devices,optical storage devices, MEMS, nanotechnological storage device, etc.),and communication mediums (e.g., wired and wireless communicationsnetworks, local area networks, wide area networks, intranets, etc.).

Based on the teachings contained in this disclosure, it will be apparentto persons skilled in the relevant art(s) how to make and use aspects ofthe instant disclosure using data processing devices, computer systems,and/or computer architectures other than that shown in FIG. 7. Inparticular, embodiments may operate with software, hardware, and/oroperating system implementations other than those described herein.

For simplicity of exposition the above discussion focused principally onconsumer orientation. It will be readily apparent to one of ordinaryskill in the relevant art that numerous other orientations are easilypossible including inter alia service technicians, assembly lineworkers, health care providers, customer service or carerepresentatives, field service or support personnel, etc.

The above description is intended by way of example only. It will bereadily apparent to one of ordinary skill in the relevant art thatvarious modifications and structural changes may be made therein withoutdeparting from the scope of the concepts described herein and within thescope and range of equivalents of the claims.

Embodiments have been described herein with the aid of functionalbuilding blocks illustrating the implementation of specified functionsand relationships thereof. The boundaries of these functional buildingblocks have been arbitrarily defined herein for the convenience of thedescription. Alternate boundaries can be defined as long as thespecified functions and relationships (or equivalents thereof) areappropriately performed. Also, alternative embodiments may performfunctional blocks, steps, operations, methods, etc. using orderingsdifferent than those described herein.

References herein to “one embodiment,” “an embodiment,” “an exampleembodiment,” or similar phrases, indicate that the embodiment describedmay include a particular feature, structure, or characteristic, butevery embodiment may not necessarily include the particular feature,structure, or characteristic. Moreover, such phrases are not necessarilyreferring to the same embodiment. Further, when a particular feature,structure, or characteristic is described in connection with anembodiment, it would be within the knowledge of persons skilled in therelevant art(s) to incorporate such feature, structure, orcharacteristic into other embodiments whether or not explicitlymentioned or described herein.

We claim:
 1. A computer implemented method for providing user engagementinformation during a customer support session, comprising: receiving, bya wireless device, a step by step graphical instructional file;tracking, by the wireless device, the progress of the user through thestep-by-step graphical instructional file; initiating, by the wirelessdevice, a communication session with a remote device associated with acustomer support representative; ascertaining, by the wireless device, acurrent status of the user's efforts through the step-by-step graphicalinstructional file; and transmitting, by the wireless device, aplurality of status information including the current status to theremote device allowing the customer support representative to determinethe user's progress through the step by step file during thecommunication session.
 2. The method of claim 1, wherein thecommunication session is initiated by the wireless device when thewireless device determines the user's progress exceeds a threshold. 3.The method of claim 2, wherein the threshold is based on total time. 4.The method of claim 2, wherein the threshold is based on time on anindividual step of the step by step graphical instruction file.